The Manager of Operational Applications is responsible for supervising the support of a Navis N4 terminal operations system and related applications specific to container terminal operations. This position will require advanced TOS and operational knowledge to help train and manage a team of business analysts and developers to support daily terminal operations. The position will also require responsibilities to startup, implement, and maintain solution driven projects as they arise. They will closely collaborate with operations, IT, and vendors to ensure system solution expectations are being fulfilled. This includes developing, configuring, testing, maintaining, upgrading, and enhancing all new and existing applications and related processes.
Primary Duties and Responsibilities:
Complete understanding of Navis N4, XPS, and supporting modules.
Manage and prioritize incoming support tickets to ensure timely resolution and customer support.
Supervise a team of support agents, providing guidance, training, and feedback to enhance their performance.
Monitor and report on key performance metrics, making data-driven decisions to improve support processes.
Handle escalated support issues with necessary vendors and make decisions on resolutions when necessary.
Ensure the support team meets and exceeds service level agreements (SLAs).
Document processes and solutions by creating word docs, flowcharts, layouts, diagrams, and charts as deemed appropriate.
Document system integrations and messaging/data exchange.
Define software solutions by studying operational needs, conferring with users, understanding systems flow, data usage, and work processes.
Determine operational feasibility by identifying problems, evaluating business needs/requirements, solution development, and presenting proposed solutions.
Quality assurance and integration testing management and services.
Provide TOS training services when required.
Serve as a mentor for junior consultants and our operations team.
Leads and manages new system requirement changes. Defines user requirements and scope of work for new projects.
Leads and directs the collaboration on root cause problem resolutions with vendors, partners, and other technical staff.
Liaison with Business Owners, Support Vendors and Super Users for advancements in systems and processes.
Performs other duties and responsibilities as assigned by the Sr. Manager, Operational Applications.
Supervisory Responsibility:
Supervise 2 - 100 employees (labor) directly and indirectly.
Requirements:
BA/BS Degree or five years related experience in the IT or Operations field, 3+ years of super user experience using TOS applications in the container terminal industry.
Ability to create, implement and configure TOS Configurations.
N4 Billing knowledge to analyze and trace invoice or any type of chargeable event.
Preferred advanced knowledge and hands-on experience in TOS related applications such as Navis N4.
Ability to work with teams to balance solution vs. budget, schedule, and tools.
Excellent verbal and written communication skills, as well as teamwork, facilitation and negotiation.
Ability to manage the effort, communicate status and mitigate risks & issues.
Experience operating with modern software engineering methodologies and approaches.
Preferred Qualifications
Prior experience in Containerized Shipping Industry, and process based design
Prior experience in spearheading application development and upgrades
Analytical and excellent interpersonal skills
TWIC Card: You will be required to apply for a TWIC (Transportation Worker's Identification Card) through DHS prior to your start date. Failures to receive DHS approval, acquire, or renew a TWIC card may result in the termination of employment.
Physical Working Conditions:
Ability to sit for long periods of time.
Ability to work in an office environment.
Ability to work day or night shifts including weekends.
Ability to use a computer/keyboard and general typing for most of the workday.
NOTE: This job description is not all-inclusive. Employee may perform other related duties as needed to meet the ongoing needs of the organization.